How To Troubleshoot When Things Don't Work as Expected

When you run into an issue, examining the raw data in Grid Edit can help you spot inconsistent values and diagnose data sync problems between your CRM and Insycle. 

Typically, an operation would fail to run due to one of the following reasons:

• Mismatched or unexpected data: For example, the company name is "Acme Inc." instead of "Acme".
• Sync gap: For example, data in Insycle is different from the data in the CRM. 
• Template configuration: Something is missing or not set up properly in the configuration. 

The first step in troubleshooting is to pick one sample record and identify why the operation is not running as expected for that specific sample record. For deduplication, pick one sample group of records. For linking/association pick one sample pair of records.

In Grid Edit, add a filter to show only the sample records and add the relevant fields into the layout. Now you can see the data and identify whether the values as seen by Insycle are in line with your expectations and match the values in the CRM.

In the above example, we can see that not all company names that included the term "Nike" were the same. One is called "Nike 1st." This could cause our template to miss duplicates if we use the "Exact Match" setting and could require that we alter our template. 

Depending on what you find when viewing your data, you can expect one of three outcomes:

Is the Data Different Than Expected?

If the data in your field is different than expected, you can alter your template to account for variations. If the data is very inconsistent, you may need to format and standardize it first. 

Is Your Field Empty in Insycle?

If you don't see data in the relevant field in Insycle, but the field contains data in your CRM, first make sure it is set to be synchronized with Insycle. Go to Settings > Fields, locate the field you need, and look at the Include column. If it is enabled, the toggle will be in the 'On' position (right/yellow). If it's already enabled, it is likely a field syncing issue. In this case, contact support through live chat or by email at support@insycle.com to trigger a manual sync for the field.

If you don't see the Include column, contact support.

Are Recent Updates Not Showing in Insycle?

If recent updates across all fields aren't showing up, it may be due to database sync lag. You can trigger a manual sync by following the directions in the Refresh Data, Sync Latest Changes article.

View your operation reports on the Activity Tracker page. You can download reports by clicking the Run ID.

In the CSV, you can see a before-and-after snapshot of every field altered using Insycle.

If you can't pinpoint the cause of the problem, reach out to support via chat or email at support@insycle.com.

To speed up troubleshooting, please tell us which CRM and account you are working with and which module or app you are using. Please also include a screenshot and a sample record that didn't update as expected. For example:

• CRM is HubSpot
• Account ID is 837s90N3d
• Module is Transform Data
• Record ID is 123456
• Object type is Contact
• Current value for the "First Name" field is "JANE"
• Expected value is "Jane"
• Template configuration screenshot

Once you have gathered your information, please contact support via the live chat button located at the bottom of every page, or by email at support@insycle.com.

Letting Insycle Support See Your Account

In some cases, a member of the Insycle Support team may ask you, in your live chat or email conversation, to give temporary access to the affected account so the team can investigate directly. Support Access is enabled only when a member of the Insycle Support team requests it in your current conversation.

When Insycle Support requests access, only an Owner or Admin on your team can enable it, and it applies to one connected CRM account at a time. With access enabled, Insycle Support can view your data, build templates, and run previews. Insycle Support cannot make changes to your CRM data. Access ends automatically at the end of the date you choose, and you can remove it at any time. Learn more in Support Access: Give Insycle Support Temporary Access to an Account.

Every page of the Insycle app includes a live chat button, giving you direct access to Insycle Support.

Certain ad blockers and browser privacy settings may prevent the chat widget from functioning properly. If Insycle detects an issue, the "Action Required: Enable Live Chat Support" popup will notify you. 

To ensure you can get direct access to Insycle support from within the app, add the URL for the chat widget, https://widget.intercom.io to your browser's allowlist/whitelist, then log out and log back in to Insycle.

If you require additional assistance, please contact the support team via email at support@insycle.com.

When operations process a large number of records, Insycle sends the results as a compressed gzip file for data privacy and security.

If you've received a gzip file, try these alternatives based on how you ran the operation:

For operations run in Update mode: 

• Use the Activity Tracker (Operations > Activity Tracker). Click the Run ID to download individual CSV reports without needing to decompress a gzip file.

For operations run in Preview mode: 

• Re-run the operation with a smaller group of records using filters. For example, you can segment by Create Date or use Name filters like "starts with a|b|c|d|e" to reduce the number of records processed.
• Alternatively, after clicking 'Review,' select the option to run the operation on a 'Chunk' of records (such as 1,000) rather than 'All' records.

There are two main ways to monitor the progress of a long-running operation:

1. Periodically check the Activity Tracker:
   The operation will appear in the Activity Tracker once it has been completed.

   

2. Periodically refresh the template for the operation:
   Open the template for the operation. Under Step 1, click the Find or Search button.

   

   Look at the number of results in the Record Viewer.

   

   Wait a few minutes and refresh the page. You should see the number of results reduce as Insycle processes the operation.